Manager, Customer Experience

Manager, Customer Experience

Samyang America stands as the #1 Gen Z brand, boldly shaping the future of food culture with innovative flavors, viral trends, and unforgettable brand experiences. We don't just create food - we craft moments that spark excitement, inspire connection, and celebrate bold individuality.

Our mission is to bring daring, delicious products to the market that resonate deeply with the next generation of food lovers. From iconic spicy noodles to creative new launches, we are driven by passion, creativity, and a commitment to pushing the boundaries of taste and culture.

At Samyang America, you'll join a dynamic team that thrives on innovation, collaboration, and a shared love for bold flavor experiences. We value fresh ideas, energetic spirit, and the courage to lead trends rather than follow them.

If you're ready to be part of a brand that's more than just a food brand that moves culture and creates unforgettable moments - join our team today!

Position Summary:

The Manager, Customer Experience owns service and order-management strategy, sets escalation processes, and is accountable for service levels, fill rates, and customer satisfaction (CSAT). This role leads the Customer Experience team and partners cross-functionally with Supply Chain and Sales to ensure seamless order management and an exceptional customer experience to our retailers and distributors.

Key Responsibilities:

• Lead the Customer Experience function, overseeing customer service and order management operations from order entry through fulfillment and issue resolution.
• Develop and execute the customer service and order management strategy to improve operational performance and customer satisfaction.
• Own the end-to-end order-to-cash process, ensuring accurate order processing, timely fulfillment, and process consistency.
• Establish, implement, and govern customer service, order management, and escalation standards and procedures.
• Drive continuous improvement initiatives to enhance service levels, fill rates, operational efficiency, and the overall customer experience.
• Monitor and maintain accountability for key performance metrics, including service levels, fill rates, on-time order fulfillment, and customer satisfaction (CSAT).
• Serve as the primary operational liaison between customers and internal business partners, ensuring proactive communication and effective issue resolution.
• Lead the resolution of complex customer issues, service escalations, deductions, and order disputes while driving long-term corrective actions.
• Partner closely with Supply Chain, Sales, Logistics, and other cross-functional teams to optimize the order fulfillment process and cost-to-serve.
• Lead, coach, and develop the Customer Experience team, fostering a culture of accountability, collaboration, and continuous improvement.
• Oversee the effective use of SAP and ERP systems, ensuring process compliance, data integrity, and adherence to established operational standards.
• Analyze operational performance and customer trends to identify opportunities for process improvements and enhanced customer service.

Requirements:

• 8+ years of progressive experience in Customer Experience, Customer Service, Order Management, or Customer Operations within the Consumer Packaged Goods (CPG), Food & Beverage, Consumer Products, or Retail industries.
• 3+ years of leadership experience managing supervisors, managers, or team leads.
• Demonstrated success leading and developing high-performing customer service and operations teams.
• Strong experience leading customer service, customer experience, or order management functions, including ownership of end-to-end order-to-cash processes.
• Extensive experience using SAP, particularly the Sales & Distribution (SD) module, including order entry, pricing, delivery, billing, customer master data, and order management.
• Experience working with ERP systems; experience with SPS Commerce or similar EDI platforms is preferred.
• Proven ability to establish operational strategy, service standards, and escalation processes.
• Strong analytical, problem-solving, and decision-making skills with a focus on continuous improvement.
• Excellent communication, leadership, and cross-functional stakeholder management skills.
• Demonstrated track record of improving customer satisfaction (CSAT), service levels, fill rates, and operational efficiency.

The base salary for this position is between $101,000.00 and $122,000.00 per year. Actual compensation will depend on a variety of factors, including qualifications, experience, and location. This position may also be eligible for additional compensation and benefits, including an annual incentive bonus, medical/dental/vision insurance, life insurance, PTO/FTO, and a 401(k) plan with company match.

Equal Employment Opportunity Employer:

Samyang America is committed to providing equal employment opportunities to all individuals. We do not discriminate in employment decisions on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other status protected by applicable federal, state, or local laws.